IT Officer, Business Solutions I

IT Officer, Business Solutions I Job #: req34900Organization: World BankSector: Information & Communication TechnologyGrade: GFTerm Duration: 1 year 0 monthsRecruitment Type: Local RecruitmentLocation: Chennai,IndiaRequired Language(s): EnglishPreferred Language(s):Closing Date: 11/21/2025 (MM/DD/YYYY) at 11:59pm UTCDescriptionDo you want to build a career that is truly worthwhile? Working at the World Bank Group provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank Group is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, we work with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges. For more information, visit ITSVice Presidency Context:Informationand Technology Solutions (ITS) enables the WBG to achieve its mission of endingextreme poverty and promote shared prosperity in a sustainable way by deliveringtransformative information and technologies to its staff working in over 150 locations.Ourvision is to transform how the Bank Group accomplishes its mission through informationand technology. In this fast-paced, ever-changing world, the formulation andimplementation of the ITS strategy is an ongoing, iterative process of learningand adaptation developed through extensive consultations with business partnersthroughout the World Bank Group.ITSshapes its strategy in response to changing business priorities and leveragesnew technologies to achieve three high-level business outcomes: businessenablement, by providing Bank Group units with innovative digital tools andtechnologies to transform how they deliver value for their clients; empowerment& effectiveness, by ensuring that all Bank Group staff are connected,able to find information, and productive to accelerate the delivery ofdevelopment solutions globally; and resilience, by equipping the BankGroup to provide risk-based cybersecurity and robust data protection for a globalnetwork and a growing cloud platform.Implementationof the strategy is guided by three core principles. The first is to deliver solutionsfor business partners that are customer-centric, innovative, and transformative.The second is to provide the Bank Group with value for money with selective andstandard technologies. The third principle is to excel at the basics by providinga high performing, robust, and resilient IT environment for the organization.Theincumbent will work on the eServices/ServiceNow team to support and develop servicecatalogs, build SLAs, Flow Designer, customer applications and customize modules.Asa unit within the Finance ITS (ITSTO), ITSSG is responsible for definingtechnology strategy and governance frameworks to align technology initiativeswith WBG's business goals. The unit fosters cross-functional collaborationamong tech teams, business units and external partners to ensure WBG's needsare met. ITSSG promotes governance and process alignment to catalyze businessagility and optimizes technology investments to enable innovation, efficientscaling, compliance, resilience, and sustainability. Duties and responsibilities:- Support clients and internal business processes based on ServiceNow platform. Incident & Problem Management, Asset Management and CMDB, Change & Release management, SLM, Flow, Service Catalog with customization and build in-house applications- Assist in developing new custom applications or customizing OOTB applications- Provide production support if needed for the supported applications- Design testing plans and carry out the testing for the above- Write necessary scripts to customize the applications.Note: Please note this job posting is for 2 openings.Selection Criteria• Mastersor Bachelors with a minimum of 7 years of experience.• Shouldhave certified as ServiceNow Developer/ServiceNow Implementation   Specialist.• Experiencein leading a team of at least 3 members.EssentialJob Functions & Required Skills:* Perform day-to-day administration of the ServiceNow.* Maintain business services and configuration item relationships in ServiceNow.* Develop and manage application code, user interface, and third-party integration components.* Develop necessary development documentation as needed e.g., project plan, technical design, developer notes, user manual etc.* Lead a small team and manage their workprogram.* Performs core configuration tasks including system policies, business rules and client scripts.* Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists, Flow Designer, Agent workspace, Service Portal, Workspace, etc..* Manage data with Tables, the CMDB, Import Sets, and Update Sets.* Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.* Perform migration activities Dev to QA, QA to Prod.* Coordinates Service Catalog options, including two-step checkout, cart controls, and variables.* Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.* Deep understanding of REST, WSDL, JSON and ability to integrate with other third-party applications like SPLUNK, APP Dynamics, sub-admin roles, etc.* Post roll out production support. Experience of handling Bug Fixes and Enhancement requests.* Expert in JavaScript, JQuery, prototype and Jelly scripting used in ServiceNow.* Knowledge of working with different kinds of scripts in ServiceNow and their order of execution.* Experience working with email notifications, inbound actions, reports, gauges, and home pages.* Experience in creation of catalog items, wizards, record producers, interceptors, user guide.* Experience in the creation and customization of complex workflows and custom workflow activities.* Experience in transform maps, data sources and different transform scripts for data loads and management.* Experience in scheduled jobs, events and triggers to manage business needs and handle background work.* Experience in complex UI customization and UI macros.* Experience in the installation of ServiceNow upgrades and/or service packs.* Develop and improve user systems procedures and prepare systems documentation.Non-TechnicalSkills:- Excellent analytical, problem-solving, and organizational skills.- Ability to function independently with limited direction and guidance.- Strong commitment to quality and out of the box mindset.- Good verbal, written, and interpersonal communication skills.- Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.- Ability to take initiative and work without supervision.- Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.- Excellent interpersonal skills, high motivation, responsibility, self-organization, and willingness to work in a dynamic atmosphere.- Strong collaboration and group facilitation skills.- Make Smart Decisions - Leverages available data and makes timely decisions.Teamwork:• Flexibilityto work in close coordination with on-site and offshore teams, as well as supportend-users across the globe.• Abilityto work collaboratively in a fast-paced, internationally diverse workenvironment are essential.• Abilityto mentor junior/senior team members and colleagues.WBG Culture Attributes:1. Sense of urgency: Anticipate and quickly respond to the needs of internal and external stakeholders.2. Thoughtful risk-taking: Challenge the status quo and push boundaries to achieve greater impact.3. Empowerment and accountability: Empower yourself and others to act and hold each other accountable for results.World Bank Group Core CompetenciesThe World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.Learn more about working at the World Bank and IFC, including our values and inspiring stories.